Support Analyst

Key Skills: Web Applications, Incident Management, Scripting, Cloud Computing, PowerShell, Bash, Windows, Linux, MAC OS, Monitoring Tools, Basic Networking, Communication Protocols, Technical Troubleshooting, Client Coordination

Roles and Responsibilities:

• Providing 2nd line support directly to external clients, taking care of communications between the customer and the 3rd level support teams when required.
• Investigating, analyzing, and resolving as a part of BAU.
• Managing incidents in a timely manner (within SLA defined), and escalating/communicating to business, technology and vendor partners when required.
• Monitoring support mailboxes and taking required actions.
• Monitoring the hosting platform and applications and operating incident management service.
• Using web development and programming technical knowledge to triage, prioritize, troubleshoot, and escalate or resolve customer application issues.
• Ensuring that operations run smoothly, using operational and technical job sheets and checklists.
• Ensuring that platform monitoring is set up appropriately and efficiently and support with improving ways of working.
• Safeguarding SLAs by promptly applying mitigation procedures or escalating.
• Maintaining the support knowledge base, documenting new issues and procedures.
• Willing to work out of hours on a shift-based roster (24/7 coverage) from our office based in Mumbai.

Experience Requirement:

• 3-5 years of experience in providing Level-2 technical support for application and infrastructure services.
• Exposure to web applications and basic scripting languages.
• Experience working with monitoring tools, troubleshooting application-level incidents, and handling support mailboxes.
• Familiarity with supporting cloud-based platforms and incident response processes.
• Experience with client communication and internal coordination across support levels.
• Comfortable working in 24/7 shifts and contributing to documentation and process improvements.

Education: Any Graduation